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3dengagementformula 140127035302-phpapp01

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  • 1. http://customericare.com 10 LIVE VIDEO CHAT TIPS TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOU
  • 2. TO CELEBRATE VALENTINE’S DAY, YOU CAN TWEET YOUR LOVE FOR YOUR FAVORITE TIP BY CLICKING THE AT THE TOP OF EACH TIP PAGE
  • 3. 1 TWEET THis TIP KNOW WHEN TO USE VIDEO Hi!  I  can’t  find  your   shipping  details.   TEXT CHAT ONLY I  am  having  troubles   se;ng  up  the  new   TV  I  bought.   OFFER VIDEO CHAT
  • 4. VIDEO IS USEFUL WHEN: Customers can’t get a new product to work It’s easier to help them if you s! the product - For example electronic devices The product or service you sell is complex You n!d to gain your customer’s trust – For example financial products You are selling expensive/luxury products People are used to one-on-one customer service - For example jewelry or cars
  • 5. 2 TWEET THis TIP DON’T FORGET ABOUT BODY LANGUAGE BODY LANGUAGE ACCOUNTS FOR UP TO 55% OF HOW WE COMMUNICATE
  • 6. THE BASIC RULES OF BODY LANGUAGE: DOS DON’TS Smiling Scratching your face But never fake it! Sends the message that you are stressed Looking at the camera Looking away to the side Uncrossed limbs Crossed arms Eye-contact builds trust Conveys openess Is a sign that you are being dishonest Makes you s!m cold and closed-off
  • 7. 3 TWEET THis TIP MAKE SURE CUSTOMER SERVICE AGENTS LOOK PROFESSIONAL ON VIDEO DEFINE APPROPRIATE OUTFITS KEEP DESKS TIDY HAVE A CLEAN BACKGROUND
  • 8. 4 TWEET THis TIP GIVE THE CUSTOMER YOUR FULL ATTENTION 81% OF SHOPPERS ARE READY TO PAY MORE FOR BETTER CUSTOMER SERVICE
  • 9. SO, DO NOT MULTITASK DURING VIDEO CHAT! DON’T CHAT WITH OTHER CUSTOMERS DON’T TALK TO COWORKERS DON’T REARRANGE OFFICE SUPPLIES
  • 10. 5 TWEET THis TIP USE PROACTIVE INVITES AT THE RIGHT MOMENT 66% OF SHOPPERS FIND PROACTIVE INVITATION TO LIVE CHAT TO BE POSITIVE
  • 11. BUT 21% SAY THEY LEFT A WEBSITE BECAUSE OF AN UNWANTED PROACTIVE INVITE 51% 46% 45% Because it interfered with their shopping Because they received multiple invites Because they were not ready to ask questions
  • 12. HERE ARE 3 PROACTIVE CHAT BEST PRACTICES TO HELP YOU SUCCEED Timing is key! Send an invite if you s! someone is spending an unsual amount of time on one page (carefu"y watch your check-out page) Use a tailored message Personalize the invite to sound more human Send offers Advertize a discount to attract attention
  • 13. 6 TWEET THis TIP OFFER VIDEO BUT DON’T IMPOSE IT TEXT AUDIO VIDEO LET CUSTOMERS SWITCH OFF WHAT THEY WANT
  • 14. IF YOU START WITH VIDEO CHAT LET CUSTOMERS KNOW THEY SEE YOU BUT YOU CAN’T SEE THEM ONLY ASK THEM TO TURN ON THEIR WEBCAM IF YOU NEED TO SEE THEM TO HELP
  • 15. 7 TWEET THis TIP DON’T ACT LIKE A ROBOT Hi!  do  you  have  any   discounts  for     Travels  to  Egypt?   Hi!   Thank  you  for   cha;ng  with  us.   Did  you  see  our   special  offer  on   travels  to  Asia?  
  • 16. DON’T FORCE YOUR EMPLOYEES TO FOLLOW A SCRIPT USE TOO MANY AUTOMATED ANSWERS WHEN CHATTING
  • 17. DO MIRROR YOUR CUSTOMERS STYLE OF SPEAKING BROWSE CHAT HISTORY TO MAKE YOUR CONVERSATION MORE PERSONAL
  • 18. 8 TWEET THis TIP DISPLAY CHAT “OPENING HOURS” 40% OF COMPLAINTS COME FROM INADEQUATE INFORMATION ABOUT A PRODUCT OR SERVICE
  • 19. WHAT TO DO IF ALL YOUR AGENTS ARE BUSY DURING OPENING HOURS? Give customers an estimated waiting time and offer them to wait or send an email Hide the chat window do not directly send customers to an email form during opening hours
  • 20. 9 TWEET THis TIP TAKE YOUR TIME VIDEO IS NOT USED TO GAIN TIME BUT TO: BUILD TRUST SELL HIGH VALUE PRODUCTS HELP WITH TECHNICAL ISSUES
  • 21. ALL THOSE WILL TURN YOUR VISITORS INTO RETURNING CUSTOMERS. 40% UP TO OF TOTAL REVENUES OF MOST STABLE BUSINESSES COME FROM RETURNING CUSTOMERS YOU ARE DEFINITELY NOT WASTING YOUR TIME VIDEO CHATTING
  • 22. 10 TWEET THis TIP GO THE EXTRA MILE GO GET A PRODUCT TO SHOW IT TO THE CUSTOMER ON CAMERA GIVE OUT DISCOUNTS TO RETURNING CUSTOMERS CALL RETURNING CUSTOMERS BY THEIR NAME
  • 23. YOU LIKED OUR LIVE CHAT TIPS? GET MORE IN YOUR INBOX NOW! We’re also on Twitter @customericare http://customericare.com
  • 24. CLICK ON THE HEART TO SHARE YOUR FAVORITE TIP ON TWITTER: Know when to use video Offer video but don’t impose it Don’t forget about body language Give the customer your full attention Make sure customer service agents look professional on video Go the extra mile Use proactive invites at the right moment Don’t act like a robot Display chat « opening hours » Take your time
  • 25. THANKS YOU! And don’t forget to share the love! http://customericare.com info@customericare.com SOURCES: LifeHacker «How to read and utilize body language to reveal the truth in almost any situation » Pocket-Lint.com « Video calling body language tips » Kissmetrics « 5 reason why live chat is the untapped potential for your business » Sumal « The importance of repeat customers »

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